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3 LEVEL
3.1 Menu Preparation3.1.1 Preparing the Menu
3.1.2 Learning the Menu
3.1.3 Practising your
Communication
3.1.4 Learning Difficult Terms
3.1.5 Allergens
3.1.6 Special Dietary
Requirements
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3.2 Menu Recommendation3.2.1 The Recommendation Step By Step
3.2.2 Tailoring your Recommendation
3.2.3 A Focus On – Chalkboard Menu
3.3 The Docket System3.3.1 Understanding the Docket
System
3.3.2 The Waiter’s Docket
3.3.3 The Flow of the Docket
3.4 Taking Orders3.4.1 Taking Guests’ Orders
3.4.2 Staggering Orders
3.5 Payment and the Bill3.5.1 Presenting the Bill
3.5.2 Payments and Gratuities
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FOOD AND BEVERAGE SERVICE PROFESSIONALTraining Manual & Workbook
© Copyright Lobster International S.A. 2015. All rights reserved.
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Activities✓Recap
© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.1 PREPARING THE MENU
• Prepare menus before service.• Clean the menus, check each page to make sure there are no stains. • Display menus neatly.• Make sure that menus are up-to-date. Ensure that you have enough menus for the number of Guests you are expecting.
Any promotional material or information sheets should be clean and neatly displayed.
1) True or false?
Menus can be prepared during service.
2) True or false?
If you find you don’t have enough menus during service, ask Guests to share.
3) Circle the correct answer:
Menus should be cleaned and prepared before / after service.
4) Fill in the missing words:
Promotional material should be ___________ and ________________________.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.2 LEARNING THE MENU
Step 1: Divide the menu into courses• starters• entrées• main courses• desserts
Instead of having to remember twenty (or more!) dishes, simply remember how many of each dish you have – for instance: five starters, three entrées, eight main courses and four desserts.
Step 2: Highlight the dishes’ main ingredients and cooking methods
Step 3: Accompaniments – starch, vegetables and the sauceWhat is the starch and how is it cooked?What is the vegetable and how is it cooked?What is the sauce and how is it prepared?
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• Meat (beef, game, lamb, and pork)
• Poultry (chicken, turkey, duck and quail)
• Fish• Vegetarian
• steamed• deep-fried • sautéed• grilled
Main ingredients Cooking method
1) Complete the steps for learning the menu:
2) Fill in the missing words:
Each meal can be divided into a __________, a _____________, a ____________, and a main ingredient.
3) Fill in the missing words:
Examples of cooking methods are:
A ___________________
B ___________________
C ___________________
D ___________________
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Divide the menu into ________
Highlight the ____________________ and the _______________________ for each dish.
Divide each dish according to ___________, ____________________, and _____________.
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.3 PRACTISING YOUR COMMUNICATION
• You should be neat and well presented.
• Use subtle, descriptive hand movements.
• Smile.
Stand about one full step away from the table, where Guests can comfortably see
and hear you.Adjust the volume of your voice so that all the Guests at the table can hear you, while
not disturbing Guests at other tables. Speak clearly and at the right speed.
Make good eye contact with your Guests. When talking to a big group, try to look each of the Guests in the eyes, not just one or two.
A good menu recommendation should take between 2/3 minutes.Recommend only two or three dishes according to what you know about the Guests.
Answer any questions, and leave Guests to make their decision.
Too loud and too close Correct
Too far away Too close
1) True or false?
When communicating with your table you should speak loud enough for the whole restaurant to hear you.
2) True or false?
When communicating with your table you should use subtle, descriptive hand movements.
3) Circle the correct answer:
A good menu recommendation should take between 2 / 5 and 3 / 8 minutes.
4) Fill in the missing words:
Recommend only _____ or _________ dishes according to ______________________
__________________.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.4 LEARNING DIFFICULT TERMS
If you see a word you do not understand, make a note alongside the word and ask the chef when he has time.
Find out what the words that you don’t understand on the menu mean, so that you can explain them if a Guest asks.
If there are any of your colleagues that also don’t understand these words, go to the chef together so that the chef does not have to explain twenty times to twenty different people.
1) True or false?
If you don’t understand something on the menu, you can go and ask the chef when a Guest asks you what it means.
2) True or false?
It is a good idea to make a note of all the words you don’t understand on the menu, and then ask the chef to explain, before service starts.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.5 ALLERGENS
Allergens are foods that are safe for most people to eat, but cause allergic reactions in others. Allergens aren’t always food – for some people feathers or bee stings can also cause an allergic reaction.The symptoms of an allergic reaction include a rash, difficulty breathing, and sneezing. An allergic reaction can be fatal if not treated correctly.
• Obtain information about allergies and dietary requirements during the booking process. Relay this during the pre-service meeting.
• If a Guest informs you of an allergy during service, let the Pass Manager know immediately.
• Bear your Guests’ dietary requirements in mind when recommending dishes.• Guests with specific dietary requirements often require your guidance in selecting their
meals.
Common allergens:
How to Tailor for Guests with Allergies
Nuts – such as peanuts, almonds,
and walnuts.
Shellfish – such as prawns, crab and
lobster.
Dairy – including milk, cheese and
yoghurt.
Garlic and onion
Gluten – gluten is found in grain products such as
wheat, flour and oats.
Eggs
1) Complete the list of common allergens:
2) Fill in the missing words:
The symptoms of an allergic reaction are _________, ___________, and
______________ __________________.
3) True or false?
If a Guest informs you of an allergy during service, you should inform your Pass Manager immediately.
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N_________ – like almonds and walnuts
D_________ – including milk and cheese
G_________ – found in wheat and oats
S_________ – such as prawns and lobster
G_______ and o______
E______
True False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.1.6 SPECIAL DIETARY REQUIREMENTS
Vegetarians eat no meat but do eat animals by-products, such as eggs.
Halal – foods that are allowed under Islamic law. Non-halal foods include pork, alcohol and animals not slaughtered according to Islamic law.
Vegans do not eat any meat or any animal by-products.
Hindu Guests will not eat beef, and often don’t eat pork.
Pescetarians don’t eat meat, but do eat fish.
Sikh Guests don’t eat beef or pork, and will often be vegetarians.
Kosher – foods that are allowed under Jewish dietary law. Non-kosher foods include those that mix dairy and meat.
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4 1) True or false?
Vegans eat no meat, but do eat other foods that come from animals, such as eggs.
2) True or false?
Kosher foods never mix dairy and meat.
3) Circle the correct answer:
Hindu Guests will not eat vegetables / beef and often don’t eat chicken / pork.
4) Fill in the missing words:
Pescetarians don’t eat ____________ or ___________, but do eat ________.
5) Fill in the missing words:
Vegetarians don’t eat ________, but do eat other foods that come from animals, such as eggs.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.2.1 THE RECOMMENDATION STEP BY STEP
There are a number of factors that influence your menu recommendations.
Look for a pause in the conversation so you don’t interrupt your Guests.
Ask if you may give some recommendations.
Using your menu knowledge, explain that dish by describing the main ingredient, how it is prepared, and any accompaniments.
Make eye contact, or get the Host’s attention.
Ask Guests about their preferences or favourites.
1) List the steps for delivering a menu recommendation:
2) Fill in the missing words:
Explain the two or three dishes you have chosen to recommend by describing __________
______________, how it is prepared, and any ___________________________.
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Wait for _______________________________ so that you don’t interrupt your
Guests.
Make _______________________, or get the Host’s attention.
Ask the Guests if you may _________________________________________.
Ask your Guests about ___________________________________, to get an
idea of which dishes to recommend.
Recommend two or three dishes using _________________________________.
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.2.2 TAILORING YOUR RECOMMENDATIONS
There are a number of factors that influence your menu recommendations. 1) List the factors influencing menu recommendations:
2) Fill in the missing words:
In the morning, you would be more likely to recommend a ______ beverage, like tea or
coffee, rather than an alcoholic beverage, like ______________.
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T_______ of _____
S________ and w_________
The _____________ of your Guests
S_________ d_________ r________________
P________
A______________, and specials
P___________ dishes
Time of day
The gender of your guests
Price
Popular dishes
Season and weather
Special dietary requirements
The kitchen – availability, and specials
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.2.3 A FOCUS ON – CHALKBOARD MENUS
Make sure the menu is written neatly, so that all your Guests can see both
the description and the price.
Fetch the chalkboard and bring it to the table. Make sure that you can
hold it so that all Guests can see it.
Place the chalkboard somewhere where it is still in
view, and leave your Guests to decide.
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3
1) True or false?
Place the chalkboard where the Host can see it, so that he can decide for everyone at the table.
2) True or false?
Place the chalkboard somewhere where everyone at the table can see it, and leave the Guests to decide.
3) Fill in the missing words:
A chalkboard menu should be written neatly so that Guests can read both the _________
and the ______________________.
True
True
False
False
Some more informal styles of service use chalkboard menus – either to display a select menu, or to display the specials of the day.
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.3.1 UNDERSTANDING THE DOCKET
The waiter’s docket has the most detail, including the Guest names, table number and their food and drinks orders. The times the order is taken, and the time it goes out, are also noted here.
The pass docket is written by the pass manager who copies the information on the waiter’s docket over onto their own docket. This contains Guests’ orders and position numbers and also notes the time the orders are placed and the time at which they go out.
The kitchen docketis also filled out by the pass manager. This is for the chef, who only requires information on which dishes to prepare, and which of these need to go out at the same time to a specific table number.
The docket system is used to note Guests’ orders, and information on requirements or preferences. This can then be relayed to the kitchen or bar.
a b c
1) Fill in the missing words:
The docket system is used to write down all the Guests’ _________________________,
and any other information on ___________________________ or
__________________.
2) Match the docket type to its definition:
The Waiter’s docket
The Pass docket
The Kitchen docket
Types of
dockets
This docket will have the Guests’ orders, and position numbers, as well as the time the order was placed, and the time it was sent out.
This docket has the least amount of information – only which dishes to prepare, when the dishes need to go out, and the position numbers.
This docket has the most detail, including Guest names, position numbers, what each Guest has ordered for each course, and drink orders.
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.3.2 THE WAITER’S DOCKET
The following information may appear on a waiter’s docket:
Table number
The booked name
Food and Beverage orders
Number of Guests (Pax)
Guest name and position number
Notes – for example, special occasions
Allergies or dietary preferences
The waiter’s name
Water preferences
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1) The following information may appear on a waiter’s docket:
2) True or false?
The docket shown in the image below is an example of a waiter’s docket.
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Table ____________
Pax or _______________________________
The _____________ name
The _____________ name
Guest name and __________ number
__________ preferences
__________ and ____________ orders
Notes
_______________ or dietary preferences
True
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.3.3 THE FLOW OF A DOCKET
1) Complete the steps in the flow of the docket.
Order __________________
Handover to _________ ____________
Information _____________ ________
Orders ___________ and _________
Orders ________ ________
Next ___________ ___________
2) Which step is shown in the image below?
_______________________________________
Order is taken
Information copied over
Orders sent out
Handover to Pass Manager
Orders placed and fired
Next course fired
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2
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.4.1 TAKING GUESTS’ ORDERS STEP BY STEP
Work with your colleagues and the kitchen to agree on shorthand for the
dishes on the menu.
The docket must always be neat and easy to read.
• Usually food orders should be taken within ten minutes or Guests being seated.
• Be aware of indicators that Guests are ready to order.
• Guests may want you to take their children’s orders earlier so that they can eat first.
• Elderly Guests may want to order slightly earlier.
Stand somewhere where you’re out
of the way of other servers.
Fetch your docket book and a pencil or
pen.
Walk around to each Guest and write down
their order next to their position number
on the docket.
1) List the steps for taking orders:
2) True or false?
Elderly Guests and children will usually want to eat later than the other Guests at the table.
3) Circle the correct answer:
Orders should be taken within 10 / 20 minutes of Guests being seated.
4) Fill in the missing words:
Dockets should be _________ and _________ to read.
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2
3
Fetch your prepared______________ and a ______.
Approach the table and stand somewhere where _______________________ __________________________.
Walk around to each Guest and write down their order next to their ____________ _____________.
True False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.4.2 STAGGERING ORDERS
Speeding up ServiceIf you have Guests who need to be somewhere at a certain time, there are a number of ways in which you can speed up service.• Decrease the time between delivering the menu
and delivering your recommendations. • Make your recommendation when delivering the
menu.• You can combine the recommendations and
ordering process.
Slowing down ServiceIf your guests are not in a hurry, for example a couple on a romantic date, you can slow down service by leaving more time between the steps.
Staggering is a process used to ease the pressure on the
kitchen, and it is done by timing your tables’
orders.
1) True or false?
Staggering is a process used to ease pressure on the kitchen.
2) True or false?
You can slow service down by walking to the table with the dishes very, very slowly.
3) Circle the correct answer:
You can slow down service leaving more / less time between steps.
4) If you need to speed up service, you could:
A. Decrease the time between ____________________________ and ____________ ___________________.
B. Combine ____________________ and _________________________.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.5.1 PRESENTING THE BILL 3.5.2 PAYMENT AND GRATUITIES
Never bring the bill before the Guest asks for it.
Present the bill to the host, or the person who asked for the bill.
If a Guest approaches you away from the table to pay the bill, be ready so that they can pay quickly and discreetly.Prepare the bill while your Guests are enjoying their coffee or digestif.Check the bill for any mistakes.Place the bill on a small tray or in a bill fold, with a working pen.
1) True or false?
As soon as your Guests have finished dessert, you can bring the bill.
2) True or false?
You must wait for the Guest to ask you to bring the bill.
3) Circle the correct answer:
Check the bill to make sure that there are no mistakes / the Guest has left a gratuity.
4) Fill in the missing words:
Place the bill on a ____________ or in a ____________, with a _______.
True
True
False
False
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© Copyright Lobster International S.A. 2015. All rights reserved. Food and Beverage Service Professional Training Manual & Workbook
3.5.2 PAYMENT AND GRATUITIES
Present the bill to the Guest and leave the table. The Host will often put a card or money in the bill fold and close it again, indicating that you can approach.If the Guest is paying cash take the billfold back of house, count the money and supply change if necessary.
If a Guest finds an error on the bill, apologise and take the bill back of house to fix it immediately.
If the Guest is paying by card, offer to bring the card machine. Card transactions must always happen in front of the Guest.
Guests may want to split the bill, or pay separately. If it is your establishment’s policy to not split bills, ensure that you politely communicate this to Guests in advance.
1) True or false?
When the Host puts money or a card in the bill fold, this is a signal that you may approach the table to process the payment.
2) True or false?
You should expect a tip or gratuity from your Guest.
3) Fill in the missing words:
If your Guest finds an error on the bill, you should ________________________________
_____________________________________________________________________.
4) Fill in the missing words:
If a Guest is paying by card, you need to bring the ___________________________.
True
True
False
False